In the business world—and especially in IT—we like consistency. We script and automate processes. We design jobs around consistent, repeatable procedures. And, as a result, companies become pretty good at “business as usual.” The problem comes when the unforeseeable and unexpected happens
…The benign phrase we use for how we deal with the resulting chaos of public relations nightmares and natural disasters is exception handling. My own past research suggests employees in a wide range of roles (including IT, customer support, logistics, manufacturing, sales, etc.) spend 60 to 70 percent of their time handling exceptions in one form or another. This means that, for many employees, exceptions are actually the rule, and that how we handle exceptions can become a substantial competitive advantage.
…There’s been a lot of hype about social software without a lot of demonstrated results. One common problem: When implementing social software, companies too often focus on adoption rather than performance impact. Social software (like other new tools) should be implemented in specific teams for specific purposes, targeting metrics that matter to the business.
SOURCE - John Hagel